Benefits of WhatsApp CRM Integration

WhatsApp is probably most used means of communications across the planet. In India, WhatsApp is very widely used for business also. Apparently, your Customers also use WhatsApp for communication. WhatsApp CRM integration can be of extremely effective means of communication especially by using Templates and automated transactional WhatsApp Messages.

Acknowledgement.
When the recipient has read the message, you get the acknowledgement within CRM about that.The notification is also possible on Mobile App about read-receipt of some particular message.

Workflow based
CRM gives an option of automating the tasks and actions. Now, CRM automation based WhatsApp messages can be beneficial.

Time-based
Imagine sending Happy birthday Image or ETA of Delivery or anniversary greetings to your Client’s WhatsApp. Triggering time-based or date based WhatsApp messages is a great idea.

WhatsApp CRM Integration can be used in Marketing, Sales Follow-up, Support and even tracking orders or deliveries.

Most of the modern Custom CRM solutions come with the proper set of APIs and other technologies which allow CRM Integration with other Technologies. Enjay CRM, from Enjay, is also such a solution.

Examples of WhatsApp CRM Integration

Here are few areas where WhatsApp CRM integration can work wonders. While this is a small suggestive list of use cases, the possibilities are endless. Your imagination is the only limitation.

Lead Nurturing.

Send your product brochures, Images and Videos to your prospect based on their recent interactions with your team (or your website).

Sales Follow-up

Send an automated WhatsApp message with details of your product (and preferably some images or doc files) when someone fills up a form on your website.

Order Tracking and updates

Send automated notifications about order tracking and delivery updates to your clients.

For Customer Support and Ticketing.

Helpdesk functionality can be revolutionalised using WhatsApp CRM Integration. Sending updates on the ticket creation, status, and resolution.

Get feedback from your customers.

When a support ticket closes, send a small notification to your client with a small link which they can click and give instant feedback.

Notifications for your Team

Naturally, your team also uses WhatsApp to no small extent. How about notifying your Sales and support teams about inquiries or tickets being assigned to them or anything getting escalated internally.

Keywords based automation.

CRM integration for WhatsApp can be used to parse WhatsApp messages and act accordingly. Say your customer sends a message which starts with word “Support”, and a ticket is automatically created and assigned to him. This can be used in two ways.

WhatsApp to Lead

WhatsApp to Ticket.

How does WhatsApp CRM Integration work?

One number is registered with WhatsApp as your Business Number. Your personal number is separate, and your business number is separate. You may use your office landline number to register for WhatsApp CRM integration purpose.

Now your CRM talks with WhatsApp all the incoming and outgoing messages are going and coming through CRM and not on your mobile devices.

Since CRM is triggering sending of WhatsApp messages, it can also be used in automation.

Also, since the incoming messages can be read by CRM, it can trigger some special actions and notifications (example create a ticket when a message comes starting with “Support”).

Artificial Intelligence Chatbot system with WhatsApp, Messenger and chat support is near future

What’s Next with WhatsApp CRM Integration?

Obviously, the next step is going to be an Integrated AI based chat experience, Where the chat-bot engine is talking to all different mediums at the same time and responding to them. For example, your clients can communicate with you on SMS, WhatsApp or chat or Facebook Messenger and your Integrated AI based chatbot will respond automatically.

Of course. Everything mentioned in this blog article is legal. We have to understand one thing, for a company it is a policy and for Government or a Nation, there is a Law. WhatsApp is provided by a Company, which means it’s their policy an not a law.
But to make things simple, we are talking about various types of WhatsApp accounts provided by the company and how it can be used for business.

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